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ocdclean
San Diego

Almost perfect! SO disappointed!

4.0 of 5 bubblesReviewed 05 Jun 2024
Hotel is beautiful! Love the hotel history, grand staircase and gorgeous giant chandelier. Our stay would have been perfect except for three things. Upon check-in we requested a room with a view, but was told no rooms were available in our category and if we wanted a view it would be at an increased rate. This hotel is extremely expensive per night so expected better customer service. We were extremely disappointed as we were there to celebrate our 30th wedding anniversary. The view from our window was a wall with faux plants. I regret upon check-in not asking to see the manager, but we were not thinking straight as we were exhausted from a long flight. The hotel seemed quite empty during our stay and we literally only saw two guests in the big hallways leading to guest rooms during our entire stay so I was surprised to hear no view rooms were available in our category. I can already guess the response I might get back from this review and unfortunately it's too late, our stay is over.
Once we got into our room we loved it and it was spotless! I am very picky about cleanliness so I was very happy and grateful for the spotless and lovely room! A bottle of champagne was in our room with a nice note wishing us a happy anniversary. We don't drink, but we appreciated the thoughtfulness.
The second disappointment was our shower door leaked a lot of water onto bathroom floor! First night I used extra towels to mop up the floor. Imagine paying over $1,000 a night to have a leaky shower door! Next morning housekeeping offered to send someone to fix leak problem, but we didn't want to deal with workers in and out of our room as we were exhausted so we dealt with it. Third issue was at 2AM when we were woken up by a loud blast of air onto our faces like a hurricane! My husband startled, jumped out of bed to try to fix it, but no luck so he just turned it off and the room got warm and uncomfortable. The next morning he reset it and all was fine for the last few days of our stay.
I have mixed feeling about our stay. We would of loved our room except for the view and shower leak! Housekeeping staff were wonderful with excellent customer service! All staff we encountered at restaurants were great! Reception staff were friendly and professional, but again I think we were not given excellent customer service regarding our room and the view. I would love to return to OWO, Raffles , but hesitate for this reason.
Date of stay: May 2024
Trip type: Travelled as a couple
1.0 of 5 bubblesValue
3.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
4.0 of 5 bubblesService
4.0 of 5 bubblesSleep Quality
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Philippe Leboeuf, General Manager at Raffles London at The OWO, responded to this review
Responded 06 Jun 2024
Thank you for your review and choosing to stay at Raffles London. We are sorry to hear you are disappointed with your bedroom but delighted to hear you enjoyed your overall experience, we will pass on your kind words to our housekeeping team. If you would like to discuss your experience further please do email london@raffles.com and we will be happy to assist.

This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed 30 May 2024

Fabulous facilities and a great couple of days in London. The best part is the staff at this hotel could not try hard enough and really cared about the place. The restaurant was more than happy to make us something off the menu if needed. Great location and parking. all superb thank you

Date of stay: May 2024
Trip type: Travelled with friends
Thank juliant778
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Philippe Leboeuf, General Manager at Raffles London at The OWO, responded to this reviewResponded 3 June 2024

Thank you for your valuable feedback and for staying at Raffles London at The OWO. We will pass on your kind comments to our team and we hope to welcome you back again soon.

Kind Reagrds,
Philippe Leboeuf
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 May 2024 via mobile

I struggle to find the superlatives to completely put into words how incredible this hotel is. Ever since knowing the OWO was going to be transformed into a luxury hotel, I’ve wanted to visit.
We finally made it on a gorgeously sunny spring weekend. From the minute you walk through the grand doors till the moment you leave, this hotel doesn’t crease to impress.
Let’s start with the grandeur of the architecture. The building has undergone and incredible transformation, the detailed and thoughtful restoration can’t help but take your breath away. The sweeping staircase as you enter the lobby, the ornate chandelier in the entrance hall, the various spaces throughout this huge hotel, all restored with a conscious effort to honour the history of the building whilst making it feel modern and relevant, all simply incredible!
The amount of restaurants within a hotel must surely be unrivalled. They cater to every taste, from fine dining to healthy options in their Pillar cafe.
Don’t even get me started on the glass pavilion in the courtyard which houses a French fine dining restaurant. I’ve never seen anything like it before. Simply stunning!
The spa area is something to behold
as well! It provides all the elements needed to have a relaxing and replenishing visit: jacuzzi, 25 m pool, saunas, steam bath etc.
We didn’t want to leave!
Our room was lovely. Spacious, beautifully appointed and super comfortable.
The staff throughout the hotel were effortlessly friendly and helpful.
The conscience team especially deserves a shoutout. Their heritage tour was brilliant, mixing facts and figures with behind the scenes access to some of the hotels most impressive and prestigious suites and spaces. They helped us with our transfer to the train station on departure day and could not have been more generous and meticulous in everything they did. The true hero’s of the hotel.
We felt so very well looked after and loved our stay at the Raffles London.

Room tip: Take the heritage tour which gives an incredible behind the scenes look at the building and its history
Date of stay: May 2024
Trip type: Travelled as a couple
Thank Akki9574
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Philippe Leboeuf, General Manager at Raffles London at The OWO, responded to this reviewResponded 28 May 2024

Thank you for your incredable review and for staying with us at Raffles London at The OWO. We are thrilled to hear that your experience was incredible from start to finish. Your compliments are greatly appreciated and we’re delighted you enjoyed our spa facilities. We look forward to welcoming you back very soon.

Kind regards,
Philippe Leboeuf
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 May 2024

As with all stays at Raffles. The service, staff and experience is next level. Nothing was too much trouble from start to finish.
They went out of their way to make our anniversary special. We had an upgrade, a bottle of champagne, chocs, early check in, late check out.
A fabulous tour of the hotel with the hotel's historian. We thoroughly enjoyed our stay, and not forgetting the huge and amazing pool and spa area.
Thank you

Date of stay: May 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Amanda H
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Philippe Leboeuf, General Manager at Raffles London at The OWO, responded to this reviewResponded 28 May 2024

Thank you for your excellent review and for celebrating your anniversary with us at Raffles London at The OWO. We are thrilled to hear that our service, staff, and overall experience met your expectations. It’s wonderful to know you enjoyed the tour with our hotel historian, as well as the amazing pool and spa area. We look forward to welcoming you back very soon.

Kind regards,
Philippe Leboeuf
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 May 2024

A fabulous new place. A majestic building with a glamorous inner court, top level renovation and standards both in the common areas and rooms, exceptional service. There are several restaurants and bars in the hotel, some of which really good (such as the Japanese, Italian and French).
The downside is the location, and unless you have government business in Whitehall or interest the old monuments, it’s a bit of a walk/ride to the centers of interest.

Date of stay: May 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank RonT-Global
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Philippe Leboeuf, General Manager at Raffles London at The OWO, responded to this reviewResponded 28 May 2024

Thank you for your great feedback and for sharing your experience at Raffles London at The OWO. We are delighted to hear that you appreciated our building and exceptional service. It's wonderful to know that you enjoyed our various restaurants and bars, especially the Japanese, Italian, and French options. We hope you visit us again soon.

Kind regards,
Philippe Leboeuf
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 May 2024 via mobile

We spent 5 days savouring the wonders of this brilliant new hotel. The service and attention to detail across the board from the welcome on arrival from Amandine, to the immaculate room with the incredibly high ceilings, to the warm and lovely service in Saison each morning for breakfast, and the concierge team who went out of their way to make our experience extra special.

We can’t recommend the hotel enough. However, it is very expensive across the board.

Room tip: Enjoy the hotel and utilise the knowledge and generosity of the staff.
Date of stay: May 2024
Trip type: Travelled as a couple
Thank IanA63
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Philippe Leboeuf, General Manager at Raffles London at The OWO, responded to this reviewResponded 28 May 2024

Thank you Ian for your lovely review and for spending five days with us at Raffles London at The OWO. We are always happy to know that our guests receive immaculate service and have the best experience. We hope to welcome you back again very soon.

Kind Regards,
Philippe Leboeuf
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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